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Guest Service Agent

4 months ago

Chambersburg, United States Holiday Inn Express and Suites Chambersburg PA Full time

_**Open Availability is REQUIRED **_

Ensures guest satisfaction by providing courteous and efficient service; Responsible for the accurate registration, posting of charges, and check-out of guests; Adheres to specific Brand Standards as required.

Essential Job Duties
- Greets guests with genuine and warm spirit of hospitality
- Registers (Check-in) guests in an efficient manner, following Baywood & Brand standards, securing proper method of payment
- Posts transactions to guest and master accounts
- Reviews guest account balance, ensuring that payment is secured
- Reconciles discrepancies between Property Management System (PMS), Housekeeping reports and registration cards
- Reviews arrivals and blocks special requests
- Processes required reports, including down time, high balance, etc.
- Monitors and restocks sundry shop, ensuring consumed items are paid for; Follows established procedure for removal of expired items.
- Handles guest requests and concerns in a courteous and efficient manner
- Coordinates the delivery of guest services by other hotel departments and outside businesses
- Processes all incoming and outgoing reservation and cancellation requests in a timely and efficient manner
- Prepares guest amenities, and ensures delivery in a timely manner
- Handles in-house guest reservation requests such as extension, late check-out, and rebooking
- Handles check-out procedures swiftly and accurately and assists guests on departure.
- Maximize room revenue and occupancy levels through suggestive selling for upsell potential and walk in guests
- Stores guest luggage
- Presents to guests accurate information regarding marketing programs applicable to the hotel, local area, and all hotel functions and outlets
- Handles departmental cash drawer, accounting of monies, credit card receipts, guest accounts, and other forms of credit and cash handling guidelines
- Maintains information and communication sources such as, log book, franchise directories, checklists, and electronic communication
- Operates Private Branch Exchange (PBX switchboard) equipment to handle incoming calls, outgoing calls, wake up calls, do-not-disturbs and the paging of guests, all while maintaining guest and staff privacy and security
- Operates the franchise terminal and performs designated maintenance tasks
- Maintains procedures for credit control and handling of financial transactions
- Maintains guest safety & privacy by adhering to established procedures
- Issues safety deposit boxes for guest use, following security protocol
- Monitors key box, issuing keys to the appropriate staff members. Logs all transactions
- Completes brand specific log and follows brand and Baywood protocol for guest complaints, including escalation to management if needed, and completed follow up
- Adheres to departmental communication through the effective use of staff meetings, log books, and bulletin boards
- Coordinates emergency procedures including evacuations, immediately notifying management of such occurrences
- Assists with the relocation of guests, when necessary
- Assists other departments during slow periods
- Additional duties may be added at any time at the discretion of management

Consistently models the behavior of a ‘Baywood Ambassador’ who:

- Maintains a professional image, including appearance, verbiage, and body language, at all times
- Warmly greets both guests and coworkers (using the 10/5, first and last rule) every time they come in contact
- Actively listens to guests, responding appropriately to their questions and/or concerns. Seeks guidance and/or assistance from others to ensure satisfaction
- Fosters teamwork by offering assistance to others, as needed
- Continuously monitors the surroundings at work, in order to identify any cleanliness, safety, security, or building upkeep issues. Reports discrepancies to the proper department
- Contributes to a safe work environment by following proper safety guidelines in matters of attire, utilizing protective gear, and following safety procedures
- Recommends other Baywood properties to our guests, when appropriate
- Consistently demonstrates our It’s My Pleasure service philosophy by identifying and seizing each golden opportunity to exceed guest expectations

Skills/Qualifications

**Education**:

- High School diploma

Certifications / Licenses:

- TIPS, or similar approved, alcohol server training certification (as required)

**Experience**:

- Previous hotel Front Desk experience preferred; however, ability gained through 2+ years related employment (customer service) or on-the-job training may substitute for actual Front Desk experience.

Additional Skills:

- Ability to multi-task
- Ability to communicate effectively, both written and oral
- Bilingual (Spanish & English) preferred, depending on geographic market
- Ability to work the shifts required for the position
- Ability to learn and adhere to Brand & Baywood Hotels’ standards
- Ability to take information from